Guest Services Ambassador (Part Time)

JOB SUMMARY:

The Guest Services Ambassador (Part-Time) is responsible for all event-related Guest Experience duties at Rocket Arena. This is a part-time, year-round position that supports approximately 200 + events a year. Responsibilities include, but are not limited to, interacting with Arena Team Members, guests, external vendors, contractors, and visitors. Positions within the Guest Experience Team include Ticket Takers, Seating (ushers), Guest Relations, and Premium Club/Suite Experience. A GSA may be assigned or reassigned to any of the aforementioned positions on an event-by-event basis, and will execute other duties as assigned by leadership.

In accordance with the NBA Elevate initiative, Guest Experience Team Members will maintain our quality standards in creating a safe, individualized, fun, and seamless experience for all Team Members and guests at Rocket Arena.

** All Guest Services Ambassadors will join the Local B-27 Union.

ESSENTIAL DUTIES & RESPONSIBILITIES: 

• Provide an unparalleled level of guest service, epic experiences, and engagement.
• Greet Arena Guests when you encounter them in your respective area and provide them with directions and wayfinding throughout the Arena.
• Answer inquiries from guests and Arena Team Members during events and become an expert on everything event and Arena related.
• Punctuality and professionalism are a must as related to attendance and work schedule.
• Responsible for a clean and neat appearance complete with Rocket Arena issued uniform including name tag, ID, and radio or flashlight when assigned. 
• Perform other related duties as assigned by Team Leader or Guest Experience Leadership team, which may include but will not be limited to; providing breaks, redeployment to assist or bolster other units, assist the Clean Team by helping with light waste removal in the seating areas, etc. 
• Perform all Guest Experience duties as assigned while maintaining the highest professional standards.
  • Ticket Taker: Scanning tickets using a podium or hand scanner within the building or in parking garage, providing support for East Garage Parking operations, providing direction and wayfinding needs, distribution of promotional items, troubleshooting basic technology needs (Utilization of the SeatGeek App, helping guests adjust phone screen brightness, etc.), and other duties as assigned. 
  • Seating (ushers): Escort guests to their ticketed seat, monitoring assigned sections during event for guest conduct and/or occurrences that need attention (housekeeping, repairs, medical needs/emergency), maintaining AHL rules related to Puck in Play (limiting guest movement for safety and to refrain from obstructing the view of other guests), providing perimeter coverage of the court during Cavaliers Basketball games, assist ADA guests with accessible seating options (lifting folding chairs, proper spacing on the platform, providing information on how to request an ADA relocation, etc.), provide wheelchair escorts upon request, and other duties as assigned.
  • Guest Relations: Providing direction and wayfinding needs both on the interior and exterior of the building, monitoring for housekeeping needs in guest facing areas (popcorn spill, restroom cleanliness, etc.), attend to escalators and elevators, provide wheelchair escorts to seating locations upon request, distribution of promotional items, attend to the Guest Experience Booth (answering questions, filing concerns, issuing sensory bags, utilizing guest recovery methods), wristbanding for floor and Premium Club access, and other duties as assigned.
  • Premium Seating/Suite Experience: Assists guests with access to Suites, explain various feature of the suites, Monitoring for housekeeping needs in guest facing areas (popcorn spill, restroom cleanliness, etc.), attend to the sensory/nursing mothers’ space, manage club access (wristbanding, checking tickets, etc.), maintain the highest level of professionalism and building/retention of positive client relationships with suite holders and club attendees, and other duties as assigned.

REQUIRED QUALIFICATIONS:

• High school diploma or GED equivalent.
• Valid State of Ohio identification and valid email address. 
• Must have availability from 5:00pm – 12:00am Monday – Friday, unlimited availability on weekends, as well as a committed availability for all Cavaliers Basketball home and playoffs games.
• Expect to work nights, weekends, and holidays as the Arena event schedule determines.
• Ability to navigate/willingness to learn technology such as computers, radios, iPads, and cell phones.
• Physical requirements include the ability to traverse stairs, bending/stooping/kneeling, ability to stand on feet for 4 or more hours, walking up to ¼ mile at a time and working in elevated areas (Loudville). 
• May be required to push guests in a wheelchair.
• May be required to work outdoors (weather gear provided).
• Must be able to lift items or boxes up to 30 lbs. (i.e. folding chairs, promotional items, etc.).
• Must have reliable transportation to and from Rocket Arena. 
• Must be punctual, professional, maintain neat working attire, and maintain a friendly customer service attitude at all times while on duty.